Shipping & Delivery Policy

1. Scope and Business Identity

This policy applies to eligible orders placed directly with Naicomm Online through our website, Nairobi CBD store or confirmed customer-service channels.

2. Delivery Times and Order Cutoffs

• Nairobi orders before the cutoff: Orders for Nairobi CBD, immediate suburbs and Greater Nairobi that are placed and confirmed by 4:30 PM on regular operating days, or 3:00 PM on public holidays, are delivered within 24 hours excluding Sundays. This estimate includes preparation and transit.
• Regional and remote orders: Confirmed orders for major regional towns take 1–2 delivery days. Confirmed orders for remote counties and special deliveries take 2–3 delivery days. These estimates exclude Sundays.
• Orders after the cutoff: Processing begins on the next delivery day. The applicable destination-specific delivery estimate starts when processing resumes.
• Sunday orders: Orders placed on Sunday enter processing on Monday.
• Saturday Nairobi example: A qualifying Nairobi order confirmed on Saturday before the applicable cutoff is due by the corresponding time on Monday because Sunday hours are excluded. Regional and remote orders continue to follow their stated delivery-day ranges.
• Public holidays: Processing and delivery continue on public holidays falling Monday–Saturday, with the earlier 3:00 PM cutoff.
• Order confirmation: We confirm stock, delivery details and any required payment before dispatch. If an item is unavailable, we explain the available options before confirming a delivery date.

3. Delivery Areas and Shipping Charges

We deliver within Kenya. The delivery charge depends on the destination and parcel size or weight. The exact charge is displayed or agreed before payment. The ranges below are not additional charges on top of the confirmed delivery fee.

*Estimates exclude Sundays and follow the cutoff rules above. Where courier-office collection is necessary, we confirm the collection point before payment. The estimate then refers to when the parcel is available at that agreed collection point.

4. Free Nairobi Store Collection

Customers may collect an order free of charge from:

Naicomm Online
Affiliated with NAICOM Communications Ltd
Kimathi House, Upper Ground Floor, Shop 9
Kimathi Street, opposite KCB ATM
Nairobi CBD, Kenya

Call +254 740 247199 before travelling to confirm that the order is ready. Bring the order confirmation or receipt and tell us beforehand if an authorised representative will collect it.

5. Processing, Payment and Dispatch

Preparation normally takes one to two hours during operating hours and is included in the delivery estimate. Upcountry orders require payment by M-Pesa or bank transfer before dispatch.

Use only payment details supplied through our official checkout or confirmed customer-service channels. We will not dispatch an order until any required payment and delivery details are confirmed.

6. Tracking and Delivery Details

Contact us with your order number for a delivery update. We share rider, courier tracking or collection details where available. Please provide an accurate address, a nearby landmark and a working telephone number.

If delivery cannot be completed, we contact you to arrange the next step. Any additional charge caused by an incorrect address or customer unavailability will be explained and agreed before another attempt.

7. Lost, Damaged, Incorrect or Incomplete Deliveries

Contact us promptly if a parcel is lost, damaged, incorrect or missing an item. We investigate with the rider or courier and arrange an appropriate resolution. We remain responsible for addressing transit problems until the order is received by you or your authorised representative.

Please inspect the package when it arrives and, where practical, report visible damage within 24 hours. Photos or an unboxing video may help us investigate, but they are not compulsory, and a later report does not automatically invalidate a genuine claim.

See our Refund & Return Policy for eligibility and instructions. Nothing in this Shipping Policy limits applicable consumer rights.

8. Unexpected Delays and Unavailable Orders

Traffic, severe weather, transport disruption, security restrictions, courier delays or another event outside reasonable control may affect an estimate. If this happens, we explain the situation and provide an updated estimate.

If we cannot supply an ordered product or complete delivery within the revised arrangement, we will discuss an agreed replacement, revised date, store collection, cancellation or refund where applicable.

9. Contact and Opening Hours

Phone and WhatsApp: +254 740 247199
Email: info@naicommonline.com
Location: Kimathi House, Upper Ground Floor, Shop 9, Kimathi Street, opposite KCB ATM, Nairobi CBD, Kenya.

• Monday–Friday: 9:00 AM–7:00 PM.
• Saturday: 9:30 AM–6:00 PM.
• Regular order cutoff: 4:30 PM.
• Public holidays Monday–Saturday: Processing and delivery available; order cutoff 3:00 PM. Contact us to confirm holiday store-collection hours.
• Sundays: Closed, including public holidays falling on Sunday.